Manager Customer Experience (Digital) Mass Market Segment

Please review the key accountabilities below before applying. As part of your application, you will be invited to complete a competency-based chat interview with our assessment partner, Sapia . Please allow enough time to complete it, as only applications with a completed chat interview will be considered for the next stage

A. Digitization and Customer Journey Management

- Drive digital adoption across the Mass Segment , with a focus on app and online penetration, digital recharge, e-shop performance and digital self-service.
- Design customer journeys for new propositions, campaigns and services , bringing the customer perspective into ideation, development, launch and post-launch improvement.
- Continuously improve existing customer journeys across digital and assisted touchpoints , using customer feedback and performance data to identify and remove friction.
- Own the Mass Segment CX and digitization roadmap , setting priorities and driving key initiatives through to delivery in coordination with Digital, Technology, Channels, Customer Care and other relevant teams.
- Set and maintain customer-experience standards across channels , including Level 1 journey designs, CE guidelines within the PLM process, clear channel responsibilities and review of delivery against the agreed design.

B. NPS, CSAT and Voice of Customer

- Own NPS and CSAT performance for the Mass Segment , including performance tracking, driver analysis, target delivery and reporting of progress and risks.
- Turn customer feedback into clear improvement actions , using NPS, transactional NPS, CSAT, complaints, trouble tickets, research and other customer inputs.
- Monitor the customer experience after launch , identifying recurring issues and coordinating corrective actions across propositions, campaigns and journeys.
- Drive NPS and CSAT improvement plans through to closure , aligning owners and timelines, resolving dependencies and checking whether completed actions have improved the customer experience.
- Bring customer evidence into business decisions , challenging teams where necessary and ensuring that customer needs are considered alongside commercial and operational requirements.

Minimum Education Qualification

- Minimum bachelor’s degree in marketing, Business administration or Telecom Engineering or any other relevant degree

Minimum Experience

- Minimum 7 years of experience with at least 5 years in a Marketing/Experience role preferably in the Telecom industry.
- Experience in designing CE for consumer customers
- at least 5 years of line management or project management experience engaged with Customer Experience themes.